Client Experience Senior Associate

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits
• Pension
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

• Industry Calls - delivering a standard, consistent approach for all jurisdictional releases with a structured industry call in partnership with the Product organization. Covering project roadmaps with clients and loading supporting materials into the client Learning Center. Coordination with key stakeholders ranging from the various Product, Onboarding, Connectivity, Learning. Communicating best-practice guides, query trends & top rejections to the industry during the UAT phase of major projects. Reviewing and maintain participant lists to eliminate the risk of non-clients attending calls. This will also include leading registration links for new clients to sign-up to the industry calls.
• Training - Coordinate training for Support & extended client facing teams prior to sending any client communications. Consolidation of feedback across regions, addressing knowledge gaps and additional training as and when required. Producing Q&A materials derived from internal training sessions and production of FAQs for clients with links to the learning center. Consolidation of all trainings and recordings into a single location led by the CX squad.
• Test Scripts - Creation of test scripts for Support teams to test scenarios as a client in order to be better prepared post project launch & put themselves in the client's shoes. Assist testers to become SMEs and pass on their knowledge to the rest of the team.
• Knowledge Creation - spot query trends from client interactions. Use of Pigeonhole as a single point of reference for Industry calls & funneling all questions into a central entry point from which to build content. Circulation of minutes & Q&A materials. Systematic Knowledge articles created for internal collaborators & clients from queries raised. Inclusion of important Projects messages onto the Portal and Salesforce auto generated email cases for extended projects awareness.
• Internal Reporting - Internal Reporting on Client Experience Squad deliverables to each PMT providing awareness of the Tribe Lead on firm's registration to industry calls, attendance, Q&A themes. Reporting on data submitter firms attending project calls. Production of key metrics (specific for each release) pre and post release.
• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; raises appropriately

• Minimum 6 years of related experience
• Bachelor's degree (preferred) or equivalent experience

• Proficient with MS Office suite (e.g. Excel, Word, PowerPoint)
• Proficient with project management tools (e.g. MS Project, HP PPM, Jira)
• Ability to work under pressure, particularly, during and following a crisis
• Ability to work in a fast-paced environment, adapt to shifting priorities, and collaborate well across teams